Duty Manager

Job Title: Duty Manager
Department: Operations
Reports To: Cinema Manager
Location: Maker Maxity - Mumbai
Job Summary:
The Duty Manager at PVR Cinemas plays a key role in managing the day-to-day operations of the cinema. This role involves overseeing staff, ensuring smooth customer service, maintaining safety and cleanliness standards, and optimizing the guest experience. The Duty Manager will be responsible for managing shifts, addressing any issues that arise during operations, and maintaining PVR's standards of excellence.
Key Responsibilities:

1. Operational Management:

• Oversee cinema operations during assigned shifts, including the management of staff, inventory, and facilities.
• Ensure timely start of shows, adherence to schedules, and smooth running of cinema operations.
• Monitor and maintain the quality of audio, visual, and lighting to deliver an excellent viewing experience.

2. Customer Service:

• Handle guest inquiries, complaints, and feedback effectively, providing quick and professional resolutions.
• Maintain a high level of customer satisfaction by ensuring that service delivery meets PVRs standards.
• Manage VIP or special guests and ensure premium services for them as required.

3. Team Leadership:

• Supervise, train, and support front-line staff, including ushers, cashiers, and cleaners.
• Conduct shift briefings and delegate responsibilities among team members.
• Motivate and guide staff to achieve high performance and ensure compliance with company policies.

4. Sales and Financial Management:

• Manage ticketing, concessions, and other sales areas to optimize revenue.
• Ensure cash handling, end-of-day reconciliation, and adherence to financial policies.
• Track daily performance metrics and work toward achieving monthly revenue and profit targets.

5. Safety and Security:

• Maintain a safe and clean environment in accordance with health, safety, and sanitation standards.
• Ensure adherence to safety protocols, including emergency procedures and fire safety guidelines.
• Coordinate with security staff to handle any disruptions or security concerns in the cinema.

1. Reporting and Administration:

• Prepare and submit daily and weekly reports on cinema performance, issues encountered, and customer feedback.
• Maintain accurate records for shift schedules, inventory management, and any incidents that may arise.
• Assist the Cinema Manager in administrative tasks and projects as needed.

Skills & Qualifications:

• Bachelors degree or equivalent experience in hospitality, management, or a related field.
• Minimum 2-3 years of experience in customer service, hospitality, or retail, preferably in a supervisory role.
• Strong leadership, problem-solving, and communication skills.
• Ability to work flexible hours, including weekends and holidays.
• Basic financial knowledge, including cash handling and budget management.
• Proficiency in MS Office and familiarity with cinema or retail management software is a plus.

Key Competencies:

• Customer Focus
• Leadership and People Management
• Communication and Interpersonal Skills
• Attention to Detail
• Problem Solving and Decision-Making
• Adaptability and Flexibility